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12th April 2022
Any one familiar with ACPT it’s something to measure D-sat.
Question asked by Mimi
ACPT = After Call Paperwork Time
It is the time taken after a call to process paperwork related to the call. Now just called After Call Work or Wrap Up Time
With thanks to Jonty
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on LinkedIn
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
